Most companies today want to innovate and drive transformation, but
find they are bogged down by tools, processes and work patterns of the
past. The volume of back and forth work across every department for
common tasks like resetting of passwords or onboarding new employees
is straining the system. By 2020, 86%
of companies say they will need greaterautomation to get
their work done. Artificial Intelligence and machine learning provide
a way out, but until today, those have been buzzword techniques or
technologies looking for a use case.

The ServiceNow Intelligent Automation Engine applies machine
learning to four of the biggest use cases that IT has today.
ServiceNow has taken the combination of massive amounts of contextual
operational data, huge R&D investments, and a team of leading data
scientists, to address four big challenges for today’s IT
organizations ‑ preventing outages, automatically categorizing and
routing work, predicting future performance and benchmarking
performance against their peers.

“Intelligent automation heralds a new era in workplace
productivity,” said Dave Wright, chief strategy officer, ServiceNow.
“With this game changing innovation, we have embedded intelligence
across our Platform. Trained with each customer’s own data, ServiceNow
is enabling customers to achieve a quantum leap in the speed and
economics of their business.”

Here are the innovations launched today:

Anomaly Detection to Prevent
Outages—ServiceNow has bolstered its ability to
help customers predict and prevent service outages with anomaly
detection. The algorithms identify patterns and outlying occurrences
that are likely to lead to an outage. Combined with new dynamic
threshold measures, the system learns what is the normal range of
behavior and flags outliers that can indicate future errors or
malfunctions. Initially delivered in Operational Intelligence for
IT, the anomaly detection capabilities can correlate past events
that led to outages and initiate workflows to pre‑empt future
problems when the same preceding events are observed again.

Intelligence to Categorize and Route
Work– ServiceNow will make available
machine‑learning algorithms to each customer’s unique data set based
on the DxContinuum acquisition. By learning from past patterns, the
Intelligent Automation Engine can predict future outcomes, including
determining risks, assigning owners, and categorizing work.
Initially, this predictive intelligence capability will be used in
the IT Service Management offering to categorize and route IT
requests with a high level of accuracy. Learned models set the
category of the IT request and assign the task to the right team, as
well as calculate associated risk of action or inaction. This
capability brings new levels of speed and efficiency to IT delivery,
and provides a foundation for the future, where connected devices
create orders of magnitude increases in service requests.

Benchmarks
to Evaluate Performance Against Peers – Available today,
ServiceNow Benchmarks enables customers to compare their service
efficiency to peers ‑ such as similarly sized organizations or
companies in the same industry. In the past, comparing performance
to peers was difficult, if not impossible. Now, companies can not
only know how they are performing against their own goals, but how
their performance compares to like organizations.

Performance
Predictions to Drive Improvements—The Intelligent
Automation Engine powers new algorithms in its real‑time Performance
Analytics application to help customers better determine when they
will achieve performance goals. Customers set a performance
objective and based on the data profile, Performance Analytics uses
the optimal algorithm to predict when they will reach the
objective.

The Intelligent Automation Engine is part of the Now Platform™,
which powers cloud services to speed and automate work for IT,
Security, HR, Customer Service and custom applications for any
department. As the platform evolves, all departments and applications
will benefit from intelligent automation. By automating both routine
and complex processes and predicting outcomes, every organization can
dramatically reduce costs, speed time‑to‑resolution and deliver
consumer‑like experiences for employees, partners and customers.

ServiceNow Customers Lead the Way

ServiceNow customers are particularly well positioned to take
advantage of machine learning.

The power of the Intelligent Automation Engine is virtually
unlimited as it is applied to more and more domains inside and outside
their enterprise. Today, ServiceNow is delivering on the promise of
intelligent automation by delivering real customer outcomes, tailored
to each customer and their own cloud instance.

Reinsurance industry leader Swiss Re uses ServiceNow for its
ContactOne service offering to provide end‑to‑end capabilities for HR,
logistics, IT, legal and other corporate functions. The company has
injected intelligent automation into those services to provide an
improved customer experience.

“As work and change accelerate, so does our comprehensive digital IT
strategy,” said Ashish Agarwal, director of Information
Technology, Swiss Re. “Adding intelligent automation is important in
our transformation to achieve high customer satisfaction but also
increased end‑to‑end productivity.

Intelligent Automation Engine‑enabled products will be available in
the third quarter of 2017.

About ServiceNow

Your enterprise needs to move faster, but lack of process and legacy
tools hold you back. Every day, thousands of customer requests, IT
incidents, and HR cases follow their own paths—moving back and forth
between people, machines and departments. Unstructured. Undocumented.
Unimproved for years. With the ServiceNow® System of Action™ you can
replace these unstructured work patterns of the past with intelligent
workflows of the future. Now every employee, customer and machine can
make requests on a single cloud platform. Every department working on
these requests can assign and prioritize, collaborate, get down to
root cause issues, gain real‑time insights and drive to action. Your
employees are energized. Your service levels improve. And you realize
game‑changing economics. Work at Lightspeed™. To find out how, visit
www.servicenow.com.